UPA Call Center Team Lead: Coaching & KPI Delivery

Convergys; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Concentrix is seeking a Team Leader for UPA in the Philippines to supervise a group of call center associates and drive performance through coaching, motivation, and accountability.

The role emphasizes achieving contractual KPIs, providing regular feedback, and leading team meetings while promoting the company values. A related associate’s degree with 2–4 years of experience is preferred.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion

Responsibilities

• Supervise day-to-day activities of a group of call center associates
• Coach direct reports to meet performance metrics weekly
• Identify performance issues and develop action plans for improvement
• Ensure KPIs and financial targets are met
• Communicate expectations and provide timely updates
• Handle escalated calls as needed and provide guidance
• Conduct team meetings and organize team activities
• Stay current on internal policies and procedures
• Promote Concentrix values through behavior and attitude

Skills

Team leadership

Coaching

Communication

Multitasking

Attendance monitoring

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader for UPA in the Philippines to supervise a group of call center associates and drive performance through coaching, motivation, and accountability.

The role emphasizes achieving contractual KPIs, providing regular feedback, and leading team meetings while promoting the company values. A related associate’s degree with 2–4 years of experience is preferred.